Zoho CRM + Zoho FSM : alignez vos équipes commerciales et techniques

Zoho CRM + Zoho FSM : alignez vos équipes commerciales et techniques


La vente est finalisée, mais le parcours client ne fait que commencer !

Dans les entreprises orientées service, conclure une vente représente seulement la première étape. Ce qui suit — installation, réparation ou maintenance régulière — influence grandement l’image que les clients ont de votre marque.
Le problème ? Les équipes de vente et de service fonctionnent souvent de manière isolée. Les commerciaux se concentrent sur le chiffre d’affaires, tandis que les équipes de service se focalisent sur l’exécution. Sans une coordination entre les deux, cette déconnexion se ressent là où c’est le plus important : dans l’expérience client.
Les clients peuvent recevoir des informations contradictoires. Les techniciens sur le terrain manquent de contexte sur ce qui a été promis. Les commerciaux assurent le suivi sans savoir si le service a été correctement réalisé. Le résultat ? Frustration, inefficacité et perte de confiance.

Quand les ventes et le service ne communiquent pas, c’est tout le monde qui en pâtit.

Imaginez ceci : une entreprise spécialisée dans le solaire conclut un gros contrat. L’équipe commerciale met à jour le CRM, célèbre la victoire et passe à l’opportunité suivante. Pendant ce temps, l’équipe d’installation, qui travaille sur un système différent, n’a pas toutes les informations. Elle ignore quel forfait a été vendu, quand l’installation est prévue, ou qui est le contact principal.
En l’absence d’un système connecté, les équipes doivent se débrouiller avec une coordination manuelle via emails, appels, discussions et tableaux Excel pour obtenir des clarifications. Les mises à jour sont faites séparément dans différents outils, ce qui fait que tout repose sur la mémoire individuelle et des relances constantes. Des détails échappent. Le client, à qui on avait promis une expérience fluide, commence à recevoir des informations contradictoires. Ce qui devait être simple devient confus. Ce n’est pas que vos équipes ne font pas leur travail, c’est qu’elles s’appuient sur des systèmes déconnectés.
Les CRM sont excellents pour suivre les prospects et gérer les ventes, tandis que les plateformes FSM (Field Service Management) s’occupent de la planification des interventions et de l’envoi des techniciens. Les deux sont essentiels, mais sans une intégration entre CRM et FSM, vous ne voyez qu’une partie de l’image. Ce dont vous avez besoin, c’est d’un pont qui les relie, car sans cela, la déconnexion se manifeste là où cela compte le plus : dans l’expérience client.

Ce lien est désormais établi

L’intégration entre Zoho CRM et Zoho FSM ne connecte pas simplement des systèmes, elle connecte les équipes, les processus et les résultats. Elle assure qu’après la conclusion d’une vente, le processus de gestion des services sur le terrain démarre automatiquement, assurant que les engagements pris par le commercial soient respectés par l’équipe de terrain.

Planifiez vos interventions directement depuis le CRM

Créez une demande de service, un devis, un ordre de travail ou un rendez-vous directement dans Zoho CRM dès que la vente est conclue. Les données essentielles — informations client, adresse d’intervention, produits vendus, consignes — sont automatiquement importées dans Zoho FSM. En quelques minutes, la tâche est planifiée et assignée au bon technicien.

Des transitions fluides et contextualisées, à chaque étape

La synchronisation bidirectionnelle entre les modules Comptes, Contacts, Produits et Actifs permet aux équipes commerciales et techniques de rester connectées. Fini le travail en silos : chacune a accès aux informations clés, tout au long du parcours client. Les commerciaux suivent l’état d’avancement des services directement depuis le CRM, tandis que les techniciens terrain disposent, avant chaque intervention, du contexte complet : vente réalisée, données client, historique produit.


Une vue chronologique unifiée

Chaque action côté service — rendez-vous complété, reporté ou annulé — est automatiquement enregistrée dans la chronologie du CRM. Résultat : une vision claire et partagée de la relation client, de la prise de contact initiale à la dernière intervention. Avec cette time-line commune, les équipes peuvent mieux se coordonner, réagir plus vite et offrir une expérience client cohérente à chaque étape.


Quand les ventes et le service ne font plus qu’un

Vos équipes commerciales et techniques poursuivent peut-être des objectifs différents, mais pour le client, tout fait partie d’une seule et même expérience. C’est pourquoi il est essentiel que ces deux équipes travaillent dans un système unifié, avec des informations partagées et fiables.Grâce à une intégration comme celle entre Zoho CRM et Zoho FSM, une vente conclue se transforme naturellement en intervention de service, sans rupture. Au fil des rendez-vous effectués et des retours terrain, l’équipe commerciale obtient des informations précieuses pour enrichir la relation client : résolution de problème, proposition d’un contrat de maintenance ou identification d’opportunités de vente additionnelle.

Essayez dès maintenant l’extension Zoho FSM pour Zoho CRM.

L'équipe Zoho France

    • Sticky Posts

    • CRM - Astuce #5 : Effectuer des actions en masses

      Bonjour à tous,   Au programme du jour : éviter les répétitions grâce à la fonction "en masse". Gagnez du temps sur ces actions simples pour vous concentrez sur votre entreprise. Allez dans le module concerné et cliquer sur les : (...)   Suppression en

    • Zoho CRM - Il y a du nouveau chez les modèles d'e-mails

      Bonjour à tous,   Nous sommes ravis d'annoncer que les modèles d'email dans Zoho CRM sont désormais adaptés au design pour tous les ordinateurs et mobiles. Le responsive design désigne une méthode selon laquelle les pages sont conçues pour s'afficher

    • Nouveautés Zoho CRM : la page d'accueil et le tableau de bord actualisés !

      Bonjour à tous, Nous avons apporté quelques améliorations à la page d'accueil des utilisateurs et à l'onglet Tableau de bord, en voici un aperçu. Des composants supplémentaires dans la page d'accueil pour les nouveaux inscrits : Dans l'onglet Accueil,

    • CRM Blueprint #5: Glossaire

      Bonjour à tous,  Voici le dernier volet de notre série sur les Blueprints : un glossaire pour comprendre tous les termes nécessaire à l'automatisation de votre process. État : fait référence à chaque étape de votre processus. Par exemple : qualification,

    • CRM : Ajoutez de la couleur à vos balises CRM

      Bonjour à tous, Les tags sont des identifiants uniques qui peuvent être associés à différents enregistrements ce qui permet de rechercher, trier, catégoriser, filtrer et segmenter efficacement les enregistrements. Cette nouvelle amélioration a pour but

    • Recent Topics

    • Problem Adding Facebook Account

      Hi, I'm new here, I'm having trouble setting up my Facebook account as a social channel. I think the issue is down to how my Facebook is set up, which is pretty confusing. I have a personal Facebook account (let’s called it A) which is my main Facebook

    • Zoho Desk Teams App is not loading

      Hi Zoho Desk support. Need an assistance on the Zoho Desk Teams app. Once I click View Ticket, it isn't showing anything. Kindly refer to attached: ZohoDesk Teams App_View Ticket Error.jpg For our Dashboard, we are still experiencing the same issue. Kindly

    • About Meetings (Events module)

      I was working on an automation to cancel appointments in zoho flow , and in our case, we're using the Meetings module (which is called Events in API terms). But while working with it, I'm wondering what information I can display in the image where the

    • Cliq iOS can't see shared screen

      Hello, I had this morning a video call with a colleague. She is using Cliq Desktop MacOS and wanted to share her screen with me. I'm on iPad. I noticed, while she shared her screen, I could only see her video, but not the shared screen... Does Cliq iOS is able to display shared screen, or is it somewhere else to be found ? Regards

    • Zoho People - Retrieve the Leave Details - get("LeaveCount")

      Hi, Zoho People I need to collect all of an employee's leave requests for the calendar year and check how many half-days they have taken. If I run the script on the query he just modified, I can retrieve the information related to that query and use the

    • Mapping a new Ticket in Zoho Desk to an Account or Deal in Zoho CRM manually

      Is there any way for me to map an existing ticket in Zoho desk to an account or Deal within Zoho CRM? Sometimes people use different email to put in a ticket than the one that we have in the CRM, but it's still the same person. We would like to be able

    • Which WhatsApp API works seamlessly with Zoho CRM?

      I’m exploring WhatsApp API solutions that integrate seamlessly with Zoho CRM for customer communication, lead nurturing, and automation. I would love to hear insights from those who have successfully implemented WhatsApp within Zoho CRM. My Requirements:

    • Allow people to sign a zoho form by using esign or scanned signature

      Allow people to sign a zoho form by using esign or scanned signature

    • Button to Reapply Filters on Sheet(s)

      I wrote a macro that I attached to a button to reapply the filters on all my sheets and it says it works, but it doesn't actually do anything. What is wrong with it? Is there another way? Or even make it work for one sheet? Sub UniversalFilterRefresh()

    • Integrate Multiple ZohoBooks organization with zoho projects

      We have successfully connected our Zoho Books with Zoho Projects for synronizing timesheet data. Our Business specialty is, that the staff of the Main company (A) is working on several projects, but the Clients are sometimes contracted and paying to a

    • Zoho OAuth Connector Deprecation and Its Impact on Zoho Desk

      Hello everyone, Zoho believes in continuously refining its integrations to uphold the highest standards of security, reliability, and compliance. As part of this ongoing improvement, the Zoho OAuth default connector will be deprecated for all Zoho services

    • How to drag row(s) or column(s)?

      Hi. Selecting a row or column and then dragging it to a new position does not seem to work. Am i missing something or this is just not possible in Zoho Sheet? Cheers, Jay

    • Flexible Partial-Use Coupons (Stored Value Credits)

      Subject: Feature Request: Ability for users to apply partial coupon balances per transaction Problem Statement Currently, our coupons are "one-and-done." If a user has a $50 coupon but only spends $30, they either lose the remaining $20 or are forced

    • Unable to Assign Multiple Categories to a Single Product in Zoho Commerce

      Hello Zoho Commerce Support Team, I am facing an issue while assigning categories to products in Zoho Commerce. I want to assign multiple categories to a single product, but in the Item edit page, the Category field allows selecting only one category

    • How do I add todays date to merge field

      I don't see any selection of todays date when creating a letter. Surely the date option of printing is standard? John

    • Polish signer experience to compete with docusign

      I would like to suggest that someone spend the little bit of time to polish the signer experience, and the email templates to more of a modern professional feel. They are currently very early 2000s and with some simple changes could vastly improve the

    • Add RTL and Hebrew Support for Candidate Portal (and Other Zoho Recruit Portals)

      Dear Zoho Recruit Team, I hope you're doing well. We would like to request the ability to set the Candidate Portal to be Right-to-Left (RTL) and in Hebrew, similar to the existing functionality for the Career Site. Currently, when we set the Career Site

    • Uplifted homepage experience

      Hello everyone, Creating your homepage is now much easier, more visual, and more impactful. Until now, your homepage allowed you to display custom views, widgets, analytic components, and Kiosk. With the following improvements, the homepage is now a smarter,

    • Tracking Emails sent through Outlook

      All of our sales team have their Outlook 365 accounts setup with IMAP integration. We're trying to track their email activity that occurs outside the CRM. I can see the email exchanges between the sales people and the clients in the contact module. But

    • Whats that

      Price?

    • Crossbeam

      Does anyone use Crossbeam with their Zoho CRM? I'm looking for a way to import Crossbeam partner leads into Zoho CRM. If so: - What's your experience been like? - Are you able to automatically import Crossbeam leads > Zoho CRM? How? - What doesn't work

    • The same Contact associated to multiple Companies - Deals

      Hi, I would like to know if there is an option to associate the same contact with multiple companies (two or more) deals, using the same contact details for all. This is because we have contacts who are linked to different companies or branches of the

    • How to Print the Data Model Zoho CRM

      I have created the data model in Zoho CRM and I want the ability to Print this. How do we do this please? I want the diagram exported to a PDF. There doesnt appear to be an option to do this. Thanks Andrew

    • Convert invoice from zoho to xml with all details

      How to convert an Invoice to XML format with all details

    • Portals-Adjust Column Sizes

      I am trying to adjust the column widths in Portals tabs. Columns that don't need to be wide are wide and longer ones are very short. I thought adding more to the digits box in Edit would widen them, but it doesn't. Anyone know how to adjust these?

    • Add link/button to open approved record from approval list and detail views?

      Hi, How do I allow users to click on an approval record and open that submission? For example, userA submits a quotation then userB approves/rejects. They both can see the quotation on "completed task" list & detail views, but there's no way for them

    • record submitted from creator and invoice is creating in books , but the workflow of books is not tiggering on create of record in books

      record submitted from creator and invoice is creating in books , but the workflow of books is not tiggering on create of record in books headermap = Map(); headermap.put("X-ZOHO-Execute-CustomFunction","true"); response_inv = invokeurl [ url :"https://www.zohoapis.com/books/v3/invoices/fromsalesorder?salesorder_id="

    • Prevent editing of a record after getting approved/rejectedr

      Hi, I'd like to block any user from editing a record after it was approved or rejected, how can I do that?

    • Formula Field/Campo de Fórmula

      Hello everyone, I have a purchase requisition form in which each department submits a request, and the request is automatically routed to the person responsible for that department. In this form, I have several fields with the following link names: Quantidade1,

    • Free Webinar: Zoho Sign for Zoho Projects: Automate tasks and approvals with e-signatures

      Hi there! Handling multiple projects at once? Zoho Projects is your solution for automated and streamlined project management, and with the Zoho Sign extension, you can sign, send, and manage digital paperwork directly from your project workspace. Join

    • Formatting Problem | Export to Zoho Sheet View

      When I export data to Zoho Sheet View, ID columns are automatically formatted as scientific notation. Reformatting them to text changes the actual ID values. For example, 6557000335603071 becomes 6557000335603070. I have attached screenshots showing this

    • Introducing Workqueue: your all-in-one view to manage daily work

      Hello all, We’re excited to introduce a major productivity boost to your CRM experience: Workqueue, a dynamic, all-in-one workspace that brings every important sales activity, approval, and follow-up right to your fingertips. What is Workqueue? Sales

    • Feature Request - The Ability to Link A Customer with a Vendor

      Hi Finance Suite Team, Many businesses buy and sell products from the same companies or individuals. For example, a car sales business may buy a car from a member of the public, and that member of the public may also buy a new car from us. This makes

    • Long table name (sync from Zoho Creator)

      Dears, How can I remove the suffix in parentheses? These tables are synced from Zoho Creator and are treated as system tables, so their names cannot be changed. This issue makes the aggregation formulas look awful.

    • [Free Webinar] Learning Table Series - Streamlining incident management process with Zoho Creator

      Hello everyone, We’re excited to invite you to another edition of the Learning Table Series webinar. As you may already know, we've moved to a purpose-based approach in the Learning Table Series this year. Each session now focuses on how a Zoho Creator

    • Unattended - Silent

      How can I hide the tray icon / pop up window during unattended remote access for silent unattended remote access?

    • Importing into Multiselect Picklist

      Hi, We just completed a trade show and one of the bits of information we collect is tool style. The application supplied by the show set this up as individual questions. For example, if the customer used Thick Turret and Trumpf style but not Thin Turret,

    • Text snippet

      There is a nice feature in Zoho Desk called Text Snippet. It allows you to insert a bit of text anywhere in a reply that you are typing. That would be nice to have that option in Zoho CRM as well when we compose an email. Moderation Update: We agree that

    • Marketing Tip #18: Make your online store mobile-friendly to improve traffic

      Most online shoppers browse on their phones first. If your store is hard to read, slow to load, or tricky to navigate on mobile, they’ll bounce fast. A mobile-friendly store doesn’t just look nice; it improves engagement, reduces drop-offs, and helps

    • [Need help] Form closed. Please contact your form administrator for further assistance.

      https://forms.zohopublic.com/cceinfoifly1/form/CCE2025CCEFocusGroupRegistrationForm2025Fall/formperma/s_8XcLETTbFxZ_TAS4r_W6W5UBl8o5oxEnIX35IBKg4 I checked we didn't exceed the usage limit and form availability is enabled, Please help us enable this form

    • Next Page